Chelsea Truck Company Ltd – Complaints Procedure

Chelsea Truck Company Ltd – Complaints Procedure

Company: Chelsea Truck Company Ltd
Trading as: Chelsea Truck Company
Company Registration Number: 0496046
Registered Address: 240 Canal Road, Bradford, West Yorkshire, BD14SX
FCA Firm Reference Number: 788374

 

1. Purpose

Chelsea Truck Company Ltd aims to provide the highest level of service. This procedure sets out how we handle complaints from customers regarding any aspect of our services, including finance arrangements, products, or staff conduct.

 

2. How to Make a Complaint

You can make a complaint in any of the following ways:

Email: info@chelseatruckcompany.com

Telephone: 020 7751 4555

Post: Compliance Department, Chelsea Truck Company Ltd, 240 Canal Road, Bradford, BD14SX

Please include:

Your full name and contact details

Details of the product or service you are complaining about

A clear description of your complaint and what outcome you are seeking

 

3. Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

 

4. Investigation

We will investigate your complaint promptly and thoroughly. This may include:

Reviewing relevant records and communications

Contacting any involved parties

Requesting additional information from you if required

 

5. Response

We aim to provide a full written response within 8 weeks.

If the complaint requires more time, we will inform you of the expected timescale and keep you updated regularly.

Our response will explain our findings, any remedial action we propose, and your rights to escalate the complaint.

 

6. Escalation to the Financial Ombudsman Service (FOS)

If you remain dissatisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service:

Address: Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

You must normally refer your complaint to FOS within six months of receiving our final response.

 

7. Record Keeping

All complaints and their outcomes are recorded and retained for FCA compliance purposes.

We use this information to monitor service quality and identify areas for improvement.

 

8. Accessibility

A copy of this complaints procedure is available on request.

Staff are trained to ensure the complaints process is fair, clear, and accessible.

 

Prepared by: Compliance Department, Chelsea Truck Company Ltd
Date: 09/02/2026
Version: 1.0